Customer Services Agent

Join Our Team as a B2C Customer Services Agent and Elevate Your Career!

Are you ready to make a difference? We're looking for a passionate Customer Services Agent to join our UK Operations Team!

As a Customer Services Agent, you'll dive into the thrilling world of our fast-paced Operations department, working within our dynamic Customer Service, Business to Consumer team. You'll be based in our stunning, modern office in Marlow, Buckinghamshire.

What You'll Do:

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• Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems
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• Handle and respond efficiently to all general and order specific direct customer enquiries
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• Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures.
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• Support with order status updates and delivery tracking queries
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• Effectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case management
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• Effectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutions
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• Provide feedback on the efficiency of the customer service process and areas of improvement
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• Communicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries
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• Carry out other ad-hoc duties as required from time to time
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Why Join Us?

Exciting Benefits:

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• Free on-site parking at the office
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• A non-contractual work from home option (ideally on successful completion of first 3 months of employment)
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• 25 days holiday bank holidays
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• Private Medical & Dental Insurance
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• Group Life Assurance Benefits
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• Annual Gym Allowance
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• Discounted Milwaukee and Ryobi products
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• Access to our TTi Benefits Hub which includes discounts with many high street retailers
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• Support towards Eye Sight Tests for DSE use
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• On-site 3rd party restaurant and coffee shop in our offices
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Employee Wellbeing:

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• Employee Assistance Programme with a confidential helpline available 24/7
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Skills Required:

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• Previous experience within a Customer Service environment is beneficial
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• Willingness to learn, and have a passion for delivering excellent customer service
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• Have good empathy and communication skills, and the ability to adapt these, depending on the situation or customer
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• A self-motivated, passionate, and enthusiastic approach to the role
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• Strong written communication skills and data entry
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• Computer literate with a good understanding of Excel and CRMs
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• Good time management and organisational skills
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• SAP and Salesforce knowledge is desirable but not essential
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